Fax Troubleshooting Procedures

This section contains information about commonly encountered system problems and suggests how to fix them.

Table: FAX Messaging Problems and Suggestions

Problem	Possible Cause	Suggested Remedy
Subscribers have trouble sending or printing a Fax.	Check the condition of the Fax machine for power, jammed paper, or line errors. If the machine is not operational, request the use of another Fax machine and attempt the test again. If the procedure was initiated from the telephone, verify that the correct Fax telephone number was entered. The system may use up to twice the message size when storing a message in a user's mailbox. If the user's mailbox is already near full (more than 50% consumed) then the user may need more mailbox space in order to send/print the Fax message. The system administrator has two choices here: Increase the user's mailbox size (by changing to a different COS with more mailbox space). Tell the user to delete some messages from their mailbox and try again (the amount of storage the user has available might be the cause of the problem).	Check your administration criteria for a subscriber. Edit a subscriber. See Administering Subscribers for FAX Messaging to: Verify that the Fax Creation? parameter is set to yes. Verify that the Voice Mail Message (seconds), Maximum Lengthis set to the default of 1200 seconds. Verify that the Call Answer Message (seconds), Maximum Length is set to the default of 120 seconds. Verify that the Mailbox Size (seconds), Maximum: is set to the default of 8400 seconds. If all of your administration was correct, and problems persist, contact your remote support center.
Subscribers complain that old messages disappear from their mailboxes too quickly.	The retention time could be configured too low.	Administer the Retention Time set for the subscriber on the Edit Local Subscriber page. If the retention time cannot be increased (because, for example, there is not sufficient space) suggest that the subscriber download the voice messages to his or her hard drive by using Message Manager or an e-mail application that is integrated with messaging, if available.
A subscriber complains that when he or she attempts to set up a default Fax machine, the voice prompt replies "Invalid entry."	Check your allowed/denied Fax dial strings as described in Listing Fax Dial Strings.	Provide a fact sheet for new subscribers that details basic subscriber functions, such as logging in for the first time, changing passwords, recording greetings, setting a default Fax machine, and creating mailing lists.
Subscribers ask what to do if they hear a Fax tone when answering their phone.	The Fax must be transferred directly to the subscriber's messaging mailbox.	Specific Fax transfer functions are listed below: For a messaging server, follow the procedure for Transfer. For a user on a Communication Manager server, use the Transfer into messaging feature access code programmed into the Communication Manager server. For a MERLIN LEGEND user, ensure that Automated Attendant is enabled and then have the user follow the procedure for Transfer.
Subscribers experience difficulties when they are downloading a Fax to a Fax-ready PC or a modem-equipped laptop.	The advanced features of commercial Fax software vary slightly. Have subscribers check the user guide for their particular software.	Before attempting to download a Fax, ensure that subscribers connect their telephone to the modem's telephone line jack/connector. If an external modem is being used on the PC/laptop, then ensure that the cable is connected to the serial or USB port on the PC and that the PC can receive Fax calls from another Fax machine. Ensure that subscribers have the following options set on their Fax/modem software: Enable Auto Answer with a minimum number of rings (0 or 1). Select Manual Receive from the Fax software. Use the Fax/modem software procedure for printing a Fax.
Subscribers are notified of undeliverable Faxes.	Failure notification can be the result of sending a Fax to: An invalid number (not a Fax endpoint) A remote system that is Fax-capable but to which the subscriber is not enabled to send Faxes A restricted extension range (on the switch or in messaging) A remote system that is not Fax enabled A remote recipient who is not Fax enabled, although his or her system is Fax enabled A local recipient who is not Fax enabled A Fax machine that times out before receiving the Fax	Check with the recipient to ensure the Fax print destination machine is in working order. Resend the Fax for onlyUndeliverable message types. Be sure to verify that the phone number/addressee does exist, and is answering calls as a Fax machine. For an invalid Fax endpoint, help the subscriber locate an administered Fax print destination machine near the recipient, if available.